Examining the Effects of Services Management System on the Functionality and Performance of an Information Technology (IT) Department in an Organisation. Case Study of Steward Bank Zimbabwe.

Abstract

This study examines the effects of implementing a Service Management System (SMS) on the functionality and performance of the Information Technology (IT) department at Steward Bank Zimbabwe. The research addresses the challenges faced by the IT department, including poor processes, poor tracking and reporting, and misalignment with business objectives, which hinder operational efficiency and service delivery. Using a mixed-methods approach, the study combines qualitative and quantitative data collected through surveys, interviews, and document analysis from key stakeholders within the IT department. The findings reveal a significant gap between theoretical knowledge of SMS frameworks and their practical implementation, with the department relying heavily on ad-hoc methods such as email communication and spreadsheets. Despite this, respondents expressed strong optimism about the potential benefits of SMS adoption, anticipating improvements in task efficiency (87.5%) and team productivity (81.3%). Key barriers to implementation include resistance to change (44%) and integration challenges (19%). The study concludes that deployment of a defined SMS, rooted in frameworks like ITIL and COBIT, would enhance the IT department's functionality through standardization of processes, service quality, and value co-creation for internal customers. Strategic recommendations include phased roll-out, central deployment of the service desk, and strict change management plans. The research contributes to business and academic knowledge by providing insights into the adoption of SMS in banking organizations, particularly in emerging markets, and emphasizes the importance of IT services and organizational goals alignment for attaining competitive success.